When a user send email to ticket system, osTicket will create a ticket automatically and user can receive a ticket created email, my question is: When user login ticket system as his account, he cannot see the ticket which just created by email, I think user can check his ticket from website.
In the osTicket agent panel, I can see the user created four tickets:

But user login to osTicket from web, no tickets created:

Btw, I installed LDAP plugin and all users login as his AD account, do you know the reason ?

My osTicket version: V 1.16
OS: Centos 7.9

  • @smallfish

    No, osTicket uses the email as the unique identifier for users and agents. A single user cannot have multiple email addresses. We hope to change this in v2.0.

    Cheers.

@smallfish

I see that your email is showing as @ in the Client Portal which means the email is invalid or not formatted correctly. I believe you have another thread open on the Forum reporting this issue and I think that's the cause here. Since the User's email is not showing right it could be failing on the ticket lookup. I believe once you fix the email issue this will be resolved. I could be wrong though so keep this thread open until you can fix the other issue and confirm this is resolved as a result. If you fix the email issue and still having this issue we can come back to this thread and continue.

Cheers.

    KevinTheJedi
    Hi Kevin, thanks for your replied.
    Now I use Windows AD account to login osTicket system, I tried login as username or username@mydomain.com works as well, I think email is valid, but I don't know which database item need check and verify.

      @smallfish

      ost_user_email and ost_user tables. See what the User’s name is saved as and the email.

      Cheers.

      Hi Kevin,
      Just created a new test account and checked the tables in Mysql DB, I think I found the cause.
      I have two email domains in my side, domainA.com and domainB.com, domainB is alias name in mail server, my Windows AD server domain name is domainA.com, user only can login osTicket web use username@domainA.com, but when a user send email to IT use username@domainB.com, these are two different accounts in osTicket, although I can see the same from in osTicket, but when user login to osTicket web portal, he cannot see other tickets created from username@domainB.com.

      Can we have set it the same no matter domain name, as long as the username is the same? Such as test@domainA.com and test@domainB.com are the same account.

      @smallfish

      No, osTicket uses the email as the unique identifier for users and agents. A single user cannot have multiple email addresses. We hope to change this in v2.0.

      Cheers.

        KevinTheJedi Thanks Kevin, Got it, I am looking forward v2.0.
        Btw, I'd like to know osTicket how to distinguish user and agent? Can someone be both user and agent?

        Thank you.

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